---
title: "Configure Single Sign-On Integration with Salesforce"
slug: "configure-single-sign-on-integration-with-salesforce"
updated: 2026-07-23T10:07:08Z
published: 2026-07-23T10:07:08Z
canonical: "help.8x8.com/configure-single-sign-on-integration-with-salesforce"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure Single Sign-On Integration with Salesforce

**8x8 Contact Center** now supports Open CTI Integration with support for **Single Sign-On** access from the native **Salesforce** environment. **Salesforce** users can launch 8x8 **8x8 Contact Center** app with just a click, while in the **Salesforce** application, and take advantage of the benefits of integration.

**Benefits**

- Ability to launch **8x8 Contact Center** from the comfort of the **Salesforce** dashboard.
- Reduced sign-in time while working in the **Salesforce** environment
- Improved Security, **Salesforce** user credentials do not need to be stored in the **8x8 Contact Center** environment
- Support for both **Salesforce** Service Console and non-Console mode in **Salesforce**
- Ability to dial out calls using native **click-to-dial** links in **Salesforce** Service Console and non-Console mode

The integration allows you to perform your **Salesforce** account activities using the integrated **(Undefined variable: 8x8VariablesSet.AgtConsole)** with the following features:

- Multichannel support including phone, chat, and voicemail channels
- Visibility of queue status and agent presence
- Ability to see **screen pop** of the matching end user data during inbound interactions
- Ability to see **screen pop** based on caller ID for phone calls
- Ability to see **screen pop** based on case ID for chats
- Ability to search based on arbitrary data (requires customization)
- Ability to record custom messages for agents
- Ability to track historical data of agent activity using historical reports (for supervisor only)
- Ability to monitor agent activity (for supervisor only)

**Requirements**

- Administrative access to a **Salesforce** account
- Administrative access to an 8x8 **8x8 Contact Center** account

**Limitation**

The auto log from an interaction is saved to the Comments field, which limits the data size to 4000 bytes. If an interaction log exceeds 4000 bytes, you cannot save the log.

## Configuring Single Sign-On Integration

Setting up **Salesforce** for **Single Sign-On** integration with 8x8 **8x8 Contact Center** requires the **Salesforce** administrator to:

**Step 1: Install the Integration Package**

You need to install two packages for **Single Sign-On** integrations:

- **8x8 Virtual Contact Center**: Installs the 8x8 **8x8 Contact Center**
- **SF_Contactural_Setup**: Creates the required fields for call log

**To install the integration packages:**

1. Use the following URLs to set up the desired **Salesforce** environment:
  - **For Salesforce Production**: [https://login.salesforce.com/packaging/installPackage.apexp?p0=04ti0000000Xzqu](https://login.salesforce.com/packaging/installPackage.apexp)
  - **For Salesforce Sandbox**: [https://test.salesforce.com/packaging/installPackage.apexp?p0=04ti0000000Xzqu](https://test.salesforce.com/packaging/installPackage.apexp)

> [!NOTE]
> Note:
> 
> You can get the **8x8 Contact Center** app from the **Salesforce** market in future.
2. At the prompt, log in as a **Salesforce** administrator.
3. Select **Install for All Users**, and click **Install**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall01b.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)You are notified that the installation is complete.
4. Click **Done**. You can see **8x8 Virtual Contact Center** under **Installed Packages**, along with the package installation details. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall01.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)
5. To create the required fields for call log, install the following supplementary package:
  - **SF_Contactual_Setup for Salesforce Production**:[https://login.salesforce.com/?startURL=%2Fpackaging%2FinstallPackage.apexp%3Fp0%3D04tA0000000Pygj](https://login.salesforce.com/)
  - **SF_Contactual_Setup for Salesforce Sandbox**: [https://test.salesforce.com/?startURL=%2Fpackaging%2FinstallPackage.apexp%3Fp0%3D04tA0000000Pygj](https://test.salesforce.com/)
6. Log in to **Salesforce** with your administrator account.
7. Select **Install for All Users**, and click **Install**. You are notified that the installation is complete.
8. Click **Done**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall04.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)You can see **SF_Contactual_Setup** under Installed Packages, with the package installation details. After installing the above supplementary package, you must set up visibility on call log fields.

To set up visibility on call log fields:
  1. Click **Setup**, and then select **App Setup** on the left menu.
  2. Go to **Customize > Activities**.
  3. Open **Task Fields**.
  4. Click the **Type** link.
  5. In the Type page, click the **Set Field-Level Security** button.
  6. Select the **Visible** check box to grant the visibility permission. The **Type** field is accessible the next time the agent logs in. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall04b.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)

**Step 2: Check API Permission**

For some user roles in **Salesforce**, the API is not enabled by default. The integration can function if the user account enables API in its administrative permissions.

**To enable API:**

1. Log in to your **Salesforce** account.
2. Go to **Setup > Manage Users > Profiles**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCEnableAPI01.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)
3. Select a user role and click **Edit**.
4. Scroll down to see the Administrative Permissions. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFEnableAPI02.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)
5. Check the **API Enabled** option.

**Step 3: Configure your 8x8 Contact Center Tenant for the Integration**

1. Click **Setup**.
2. In the left navigation menu, go to **Customize > Call Center > Call Centers**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall06.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)The page displays the available call center packages installed.
3. Click **Edit** next to the 8x8 Virtual Call Center package. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall07.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)
4. Edit the **CTI Adapter URL** with the URL for your cluster and tenant. The format of the URL is as follows:
  - **Salesforce** Production `https://vcc-naX.8x8.com/AGUI/loginSSO2.php?tenant=yourtenantname`

Example: `https://vcc-na4.8x8.com/AGUI/loginSSO2.php?tenant=AcmeJets`

> [!NOTE]
> Note:
> 
> Refer to the [Platform URL Guide](http://sims.8x8.com/GetDocument.aspx) to get the cluster URL your tenant is hosted on.
    - `naX` is the **8x8 Contact Center** platform instance your tenant is hosted on.
    - `yourtenantname` is the tenant id of your tenant.
  - **Salesforce** Sandbox: You must append **&sandbox=true** to the URL for your cluster and tenant. `https://vcc-naX.8x8.com/AGUI/loginSSO2.php?tenant=yourtenantname&sandbox=true`

Example: `https://vcc-na4.8x8.com/AGUI/loginSSO2.php?tenant=AcmeJets&sandbox=true`
    - `naX` is the **8x8 Contact Center** platform instance your tenant is hosted on.
    - `yourtenantname` is the tenant ID of your tenant.
5. Click **Save**.

**Step 4: Add Users to the Call Center**

In this step, identify and set up **Salesforce** users acting as call center agents.

1. In the Call Center view mode of Virtual Call Center, click **Manage Call Center Users**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall08.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)
2. Click **Find** to list all users or add filters to search for specific users. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall14.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)
3. From the list of users, select the desired users and click **Add to Call Center**.
4. To allow users to use the **Salesforce** Service Console, you need to enable **Service Cloud User** in the agent profile.
  1. Click **Setup**.
  2. Go to **Administration Setup > Manager Users > Users**.
  3. Edit the user information.
  4. Select **Salesforce** under the **User License** drop-down menu.
  5. Select the **Service Cloud User** check box. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall15.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)
  6. Click **Save**.

**Step 5: Enable Screen Pop in 8x8 Configuration Manager**

For more information regarding **screen pop**, refer to [**8x8 Configuration Manager** Guide](http://www.get8x8.com/vcc-8-1-ProductDocumentation/WebHelpConfigurationManager/Default.htm#integrationscreenpoptab.htm).

1. Log in to **8x8 Configuration Manager** and enable **Salesforce** integration.
2. Go to **Integration > Screen Pop**.
3. Select the **Screen Pop** check box.
4. Select **Salesforce** for the Target type.
5. Select **Enhanced** for Integration type. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDC02.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)
6. Select agents to provide access to **Salesforce** integration.
7. Select media for auto log from **Phone**, **Voicemail**, and **Chat**. You can disable auto log for a specific medium by clearing that medium's check box.
8. Select the auto log **screen pop** mode from the available choices.
9. Define events that trigger **screen pop** for each interaction from the following choices:
  - When agent is offered interaction
  - When agent accepts interaction
  - When agent completes interaction
10. Under **Window Properties**, define the desired **screen pop** settings. This allows agents to define the size of the **screen pop** window and also set window properties. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall09b.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)

> [!NOTE]
> Note:
> 
> The **screen pop** window is applicable to non-console mode users only.
11. For details on these settings, refer to the [**8x8 Configuration Manager** guide](http://www.get8x8.com/vcc-8-1-ProductDocumentation/WebHelpConfigurationManager/Default.htm#integrationscreenpoptab.htm) for **8x8 Contact Center**.
12. Click **Save**.

**Step 6: Link Salesforce User Account with 8x8 Contact Center Agent Account**

For **Salesforce** users to log in to 8x8 **8x8 Contact Center**, you must ensure agent accounts in **8x8 Contact Center** are configured using the same email ID as the corresponding **Salesforce** user login.

1. Log in to **8x8 Configuration Manager**.
2. Click **Agents**.
3. From the list, select the desired agent.
4. Double-click to edit.
5. Make sure the email address matches login ID of the corresponding **Salesforce** user. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall13.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)
6. Save your changes. You have now completed the integration setup for 8x8 **8x8 Contact Center**.

**Step 7: Launch 8x8 Contact Center**

When first configuring **8x8 Contact Center** integration for **Single Sign-On**, the agent needs to give permission for the 8x8 app to interact with **Salesforce**. In order to give permission access to the 8x8 plug-in, the agent needs to open the app from a non-Console **Salesforce** page.

If you wish to launch the app manually, you can [disable the automatic login](/documentation/docs/configure-single-sign-on-integration-with-salesforce#disable-auto-login) setting in the Agent Profile. The app behavior varies based on your **Salesforce** login mode.

- [If you are a non-Console user](/documentation/docs/configure-single-sign-on-integration-with-salesforce#login-nonconsole), the app launches in a stand-alone browser window. The **screen pop** occurs in a new browser session or refreshes the same browser session based on your administrator's **screen pop** settings.
- [If you are a **Salesforce** Service Console user](/documentation/docs/configure-single-sign-on-integration-with-salesforce#login-console), the app launches as a pop-up window within the **Salesforce** login window. You can minimize it whenever needed.

**Log in as non-Console User**

1. Log in to **Salesforce** in non-Console mode. If your administrator has set up integration with 8x8 **8x8 Contact Center**, you must see the **8x8 Contact Center** link on your home page dashboard.
2. Click the **8x8 Contact Center** link to launch the app.
3. Click **Allow** to accept the app permissions at the prompt. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDC_Accept_app_permissions.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)
4. The **8x8 Contact Center** app launches automatically in a separate browser window. You have the *break* status upon logging in. You are not offered any interactions in *break* status. For details on agent status, refer to [Agent Quick Start Guide](http://sims.8x8.com/GetDocument.aspx).
5. Change your status to *Available* or *Working Offline*. You are now ready to process your customer interactions using the **8x8 Contact Center** app.

**Log in as a Salesforce Service Console User**

1. Log in to **Salesforce** account in **Salesforce** Service Console mode.
2. Switch to non-Console mode.
  1. Click the **8x8 Contact Center** link to launch the app.
  2. Click **Allow** to accept the app permissions at the prompt. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDC_Accept_app_permissions.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)
  3. The **8x8 Contact Center** app launches automatically in a separate browser window.
3. Switch back to **Salesforce** Service Console mode.
4. In the footer, click the **Phone** link to launch the app. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall12f.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)

> [!NOTE]
> Note:
> 
> The app is a pop-up window embedded in your **Salesforce** login window. You can minimize the app by clicking the minimize button.

You have the *break* status upon logging in. You are not offered any interactions in *break* status. For details on agent status, refer to [Agent Quick Start Guide](http://sims.8x8.com/GetDocument.aspx).
5. Change your status to *Available* or *Working Offline*. You are now ready to process your customer interactions using the **8x8 Contact Center** app.

**To Disable Automatic Login**

When you log in to the **Salesforce**, the app launches automatically by default. If you wish to launch it manually, you can disable the automatic login setting in the Agent Profile.

1. In the **Control Panel**, select **Profile** from the Window menu.
2. In the **External Setup**, clear the **Auto login for Single Sign on** check box. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall12c.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)Disabling the auto login requires you to initiate the app manually by clicking the link to log in to **8x8 Contact Center**.
3. In **Salesforce** Service Console mode, click the **Phone** tab in the footer bar to bring up a box containing a link. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall12e.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)In non-Console mode, click the link to launch the app as shown below. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall12b.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)

> [!NOTE]
> Note:
> 
> If you have multiple **8x8 Contact Center** agent accounts with the same email addresses, the system looks up and links to the first agent found with the matching email address.

### Screen Pop Behavior in Salesforce Service Console Mode vs. Non-Console Mode

In **Salesforce** Service Console mode, the **screen pop** occurs in separate tabs within the dashboard. You can manage your interactions better in tabbed mode. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall17c.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)In non-Console mode, the **screen pop** occurs in a separate browser session. Each new **screen pop** shows either in a new browser session, or refreshes the same browser window. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/SFDCiInstall17b.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A53Z&se=2026-11-03T22%3A52%3A53Z&sr=c&sp=r&sig=kn3ZYo8Tu%2F9tQ8hiv9uuWZy3TO9sjaNvHu86uR0WsHc%3D)